Senior Product Support Specialist

About the role

‍ Goose builds an end-to-end software platform for pet service providers, covering both online and front-desk operations, so they can deliver better customer experiences and earn more per customer.Goose is hiring a Chicago-based Tier 2 Customer Support Specialist to own day-to-day escalations for the pet care businesses that run on our platform and act as the support team's working lead. You'll be part of the dedicated escalation team behind our offshore Tier 1 team, so complex issues get solved fast by people who own them. You'll work alongside a second Tier 2 specialist.You'll answer customers in Intercom, solve problems end to end where you can, and escalate cleanly when you can't. You'll also turn what we learn in support into better help articles, product feedback and fewer repeat questions.

‍ Reports to: Senior Director of Account Management

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What you'll do ‍

‍ Tier 2 support

Own Tier 2 escalations. Take the cases the offshore Tier 1 team hand off: payments and wallet setup, data fixes, deposits, reporting and account configuration.

Be the link to engineering. Reproduce bugs, log them in Jira with clear steps and impact, manage the "Waiting for Eng" queue and close the loop with customers.

Protect at-risk accounts. Spot customers with repeat or serious issues and bring in the right Account Manager with the full picture.

Build the Tier 2 playbooks. Document how Tier 2 issues are solved, so that knowledge lives with support.

Feed AI and the help center. Turn solved cases into help articles and AI guidance, and tag every conversation Tier 1 or Tier 2 so routing and reporting stay accurate.

Grow the offshore team. Train the offshore team to take on repeatable Tier 2 work (payments and wallet setup, reporting how-to, deposits) starting mid-2027.

Cover weekends on rotation. Share a Tier 2 weekend on-call rotation for urgent escalations.

Hand off across time zones. Coordinate handoffs with the offshore team so nothing drops between shifts.

Surface patterns. Escalate recurring issues and customer pain points to leadership, and work with Implementation and Account Management on cross-team needs.

Team leadership

Review ticket quality and coach the offshore team

Tune AI answers and handoff rules based on what reaches Tier 2

Own routing rules and queue health across Tier 1 and Tier 2

What you bring ‍

‍ Required

2+ years in B2B SaaS support, including Tier 2 or escalation work

Experience leading, coaching or QA-ing a support team, ideally including offshore or distributed teams

Hands-on experience with a help desk such as Intercom, HubSpot or Zendesk

Strong troubleshooting: reproducing issues, reading account settings and data, and fixing root causes, not just closing tickets

Experience working with engineering on bugs, ideally logging issues in Jira or a similar tracker

Experience writing help center articles, macros or internal playbooks

Clear, warm written and verbal communication, including explaining technical fixes to non-technical business owners

Strong organization and the ability to juggle many open issues in a fast-paced startup where processes are still forming

Able to work hybrid in Chicago three days a week, plus your assigned shift and the weekend on-call rotation

Nice to have

Experience supporting booking, scheduling, payments or point-of-sale software

Experience in pet services, hospitality or another service industry

Experience tuning an AI support agent such as Intercom Fin

Experience setting up routing rules and queue reporting in a help desk

Support experience at an early-stage SaaS company

Schedule, location and pay

Schedule: Monday to Friday, 8:00a–5:00p Central Time, plus a weekend Tier 2 on-call rotation

Location: Chicago, IL, hybrid with three days a week in the office (greater Chicago area preferred)

Type: Full-time, starting as soon as possible

Pay: $70,000–$80,000 base salary based on skills and experience, plus equity (open question: confirm the range for the lead scope)

Benefits

Health, dental and vision insurance: 85% covered for employees, 60% for dependents

Flexible PTO for vacation, sick and personal days, plus 6 company holidays

Equity eligibility

Professional development and growth opportunities

How we'll measure success

By 90 days

All Tier 2 escalations handled by the support team, without pulling in Account Managers

Tier 2 playbooks documented for the most common escalation types

Every conversation tagged Tier 1 or Tier 2

CSAT on Tier 2 conversations at or above the current baseline

By 6 months

Offshore team trained and handling repeatable Tier 2 work (payments and wallet setup, reporting how-to, deposits) from July 2027

Fin's handoffs to Tier 2 reviewed and tuned at least monthly

‍

The base salary range for this position is $70,000 - $80,000 per year.

This range reflects the base salary compensation Goose reasonably expects to pay for this role. Where an individual candidate lands within the range is based on job-related factors such as skills, experience, and qualifications. This role is also eligible equity along with full benefits, including health, dental, and vision insurance, PTO, etc

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